Check out this 1-hour webinar and you’ll learn why people resist change and how you can improve your influence skills. We’ll help you ensure your process improvement efforts are successful. You can find the rest of the webinar materials and questions from the webinar here: https://goleansixsigma.com/webinar-how-to-manage-change-with-negative-nancy/

1. How To Manage Change
With Negative Nancy
Presented By Elisabeth Swan
VP, Content Development at GoLeanSixSigma.com

2. Our Expert: Elisabeth
• VP, Content Development at
GoLeanSixSigma.com
• Master Black Belt
• GE Certified Black Belt Instructor
• Burnham Rosen Group certified
Leadership Coach
• BA in English Literature from Columbia
University/Barnard College
• Born in the UK

3. How To Interact
• Raise your hand
• Ask a question
• Answer polls

4. Let’s Interact!
Where are you from?
Share your location in the Questions area in your Control Panel!

5. Who Is GoLeanSixSigma.com?
GoLeanSixSigma.com makes it
easy for everyone everywhere
to build their problem-solving
muscles.
We provide the most
practical, easy to understand
and enjoyable Lean and Six
Sigma resources available.

6. We’ve Helped People From…

7. Today’s Agenda
1. Why we need others during
improvement efforts
2. Classic reasons for resistance
3. How to strengthen influence skills
4. Three key Lean Six Sigma tools to build
engagement

8. Why Do We Need Others?
• Permission
• Acknowledgement
• Data
• Change

9. Key Equation – Not Algebra!
R = Q x A

10. The Nature of Acceptance
Buy-In ≠ Ownership

11. Buy-in vs. Ownership
• Buy-in: Asking for someone’s buy-in indicates that
you have an idea that you didn’t involve them in or
discuss with them but you want them to embrace it
anyway
• Ownership: Ownership is what people feel around an
idea or improvement or decision because they’ve
been part of the process of coming up with it on
some level, at some point

12. Typical Resistance
“This might uncover embarrassing
issues and then I’ll look bad.”
“This will make my
job harder.”
“This might
interfere with
productivity.”
“You’re not the
boss of me!”
“I really don’t see any
problems – why are
you doing this?”
“Change is
just…annoying.”

14. Other Resisters?
• Question: What other
“types” of resistance have
you encountered?
• “Lost Your Email Larry”… Please share in the
“question” area!

15. Purpose Changes Behavior

16. For the Sake of What?

17. Stakeholders
• Anyone with a vested interest in how a
process performs but not anyone or
group that receives the goods or services
of a process (that’s a customer)
• Typical Stakeholders:
• Process participants
• Management
• Suppliers
• HR, IT & other support services

18. Stakeholder Analysis

19. Three Key Tools
Process
Walk
Process
Map
Fishbone
Diagram
1 2 3

20. Conduct a Process Walk

21. Process Walks
Process Walks:
• Take time
• Require preparation
• Benefit from facilitation
• Are always worth it
Time for a poll!

22. Build a Map
Customers
wait!

23. Mapping Tips
Complete
an Action
Fix the
Problem
Stay on the
Happy Path
Is every
-thing
okay?
YES
NO
25%
Time for a poll!

24. Host a Fishbone “Party”

25. Fishbone Tips
• Use the categories that
work for you
• Don’t worry about
duplication
• Combine with the 5 Whys
• Vote on what “causes” to
pursue
Time for a poll!

26. Remember The 3 Tools
Walk the
Process
Process
Walk
Process
Map
Fishbone
Diagram
Build
the Map
Throw a
Fishbone
Party!

27. Last Word of Advice

28. Getting Started:
• Learn more by starting some more training!
• Yellow Belt training is FREE at GoLeanSixSigma.com
• Yellow Belt Certification
• Green Belt Training & Certification
• Black Belt Training & Certification
• Lean Training & Certification

29. Q&A

30. Upcoming Webinars
Register Today at GoLeanSixSigma.com/webinars
We’ll select upcoming webinars based on your feedback,
so please share your feedback on the survey at the end of close of this webinar.

31. Just-In-Time Podcast
Tune in at GoLeanSixSigma.com/cafe for the latest Lean Six Sigma
news, easy ways to apply Lean Six Sigma and interviews with process
improvement leaders like you!

32. Thank you for joining us!
More Questions?
Ask us at contact@goleansixsigma.com!
Click here to download
free tools, templates, inforgraphics and more!